Job Description

Service Transformation Manager

General Information

Req #

WD00042155

Career area:

Services

Country/Region:

Malaysia

State:

Selangor

City:

Selangor Darul Ehsan

Date:

Tuesday, October 11, 2022

Working time:

Full-time

Additional Locations:

• Selangor Darul Ehsan - Selangor - Malaysia

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big-huge.

We're not just a US$70 billion revenue Fortune Global 500 company, we're one of Fortune's Most Admired. We're transforming the world through intelligent transformation, offering the world's most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions-not just the select few-experience our version of a smarter future.

The one thing that's missing? Well... you...

Description and Requirements

Role overview

To support Service Transformation activities and project management to meet operational KPIs as well as supporting all the Tower 1 GEO Leaders in all their initiatives. Accountable to deliver the agreed KPIs. Manage service delivery costs within the assigned team. Development of assigned employees to deliver continually improved service to meet customer needs and ensure customer satisfaction. Support of definition of principles and guidelines within the area of responsibility. Responsible for building the teams, and taking part in the hiring process if needed. Conducting performance evaluations of assigned employees. Create monthly cost estimations of assigned teams and employees. Prepare workload forecasts for next six months, check the forecast accuracy, and plan the staffing according to the estimations. Set up the weekly performance review calls with Customers where is no Service Delivery Manager assigned.

Key Accountabilities

Project Management

Involves in all stages of project management from initiation to deployment phase.

Utilize suitable methodologies to ensure projects and initiatives are tracked, documented, and successfully implemented.

Ensures risks are mitigated / have recovery action plans.

Putting governance in place and track results during each Project Management stage.

Stakeholders Relationship

Supports all stakeholders within the Tower 1 organization in ensuring their operational KPIs are met.

This may require coming up with Service Improvement Plans both short-term and long-term.

Work cross-functional with other Support Towers in achieving the target objective.

Organize and participate in cross-functional meetings/cadences, depending on the current projects/initiatives on hand.

Operational Deliverables and Contribution

Overall responsibility to support all Tower 1 leaders in meeting their Tier 1 and 2 KPIs.

Escalate when necessary should there be certain projects / operational processes that does not bring expected results.

Briefs Tower 1 stakeholders on relevant changes associated to tool usage (ie. CRM / Platform / Sites functionalities, etc.

Processes and Improvements

Observe process problems at all times. Responsible for optimization of processes should inefficiencies be found that contribute to Tower 1 non-performance.

Create solutions to enhance productivity and create efficiencies.

If required, leads the design and implementation of specific service improvement programs.

Proactively inform the Reporting Manager about potential problems and offer improvement suggestions.

Perform research and make recommendations on where we can optimize system or tool usage.

Competencies Required

Proven and Extended communication in English.

Customer and service-oriented with good process re-engineering capabilities.

High sense of responsibility, social competency, and reliability.

Deep knowledge of new technological capabilities in the delivery of customer satisfaction.

Encourages Leadership, Teamwork, and Communication.

Has Commercial Understanding and Analysis.

Education & Experience

Degree in Technical majors (ie. IT, Computer Science, Engineering) or non-technical majors that carries

Professional work experience for at least 5years, preferably in the area of IT Contact Centre delivery industries.

Fluent in English language written and spoken in professional manner. Added advantage of other language capabilities.

Strong Knowledge of IT industry and its related technology.

Proven track record on successful employee responsibility (ie. Proactive communication)

Understand day to day operations in Customer Service delivery (ie. Contact Centre, Field Services, Reporting, Warranty Cost management, etc).

Very good skills in using MS Office, Visio and Project Management tools.

Added advantages for those who holds ITIL Foundation Certificate or Project Management certifications.

• Selangor Darul Ehsan - Selangor - Malaysia